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Summary
Great security is impossible without great IT underneath it, and real automation eliminates a process rather than just digitizing it. David van Heerden uses multi-factor authentication as the example: a six-digit SMS or authenticator code still forces an end user through the same lookup-and-type ritual, so it clears the compliance box without removing the friction. His alternative is hard-encoding passkeys onto validated Windows and Mac machines alongside biometric fingerprint scans and YubiKeys, so a blessed endpoint pre-authenticates the user with no code to enter. He frames the work through the Axelos ITIL 4 service management model, where general management is business-oriented, service management is how you serve the business, and technical management is only three domains.
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